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CQC report explained · a residential care home, run by Community Integrated Care ()

Norfolk Road

14 Norfolk Road, Carlisle, CA2 5PQ

Goodpublished 30 December 2023, 2 years ago

Rated Good: inspectors found the service performing well and meeting their expectations.

The five questions inspectors ask
Safe?
Good
People told inspectors they felt safe. Risk assessments were detailed and up to date, staffing was sufficient, recruitment checks were completed and medicines were managed safely, although there were minor recording anomalies.
Effective?
Good
This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
Caring?
Good
This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
Responsive?
Good
This key question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
Well-led?
Good
Managers had systems to monitor quality and safety. Staff and relatives described the management as approachable, supportive and good at communicating.
The latest report, explained

What inspectors found, December 2023

Rated Good; inspectors found safe, kind and person-centred care, with only minor medicine-recording anomalies.

The inspection took place on 3 and 7 November 2023. One inspector spoke with people living at the home, relatives and staff. They observed support and checked care, medicine, recruitment and management records.

The home was rated Good for Safe and Well-led. Inspectors found enough staff, suitable risk assessments, safe medicine management and effective safeguarding systems. People were supported to make choices and take part in activities they enjoyed.

Staff knew people well and relatives described care as kind and personalised. The home had a positive, open culture and worked with health and social care professionals. There were minor anomalies in some medicine records, but inspectors found no evidence that these affected people.

What inspectors praised

  • Personalised support

    Staff understood people's preferences, communication and ambitions. People were supported to make choices and develop their independence.

    “Staff were knowledgeable about people's preferences, communication and aspirations.” from the report

  • Meaningful activities

    People were offered activities that matched their interests and helped them have fulfilling daily lives.

    “The service gave people opportunities to try new activities that enhanced and enriched their lives.” from the report

  • Safe staffing and risk management

    Inspectors found enough staff to keep people safe and support community activities. Risk assessments were current and gave staff clear guidance.

    “The provider ensured there were sufficient staff on duty to provide the support people needed.” from the report

  • Positive relationships

    Relatives said staff were kind, welcoming and communicated well. Staff worked with other professionals to support people.

    “Relatives described communication with the service as very good.” from the report
What inspectors were concerned about

  • Minor medicine-recording anomalies

    minor

    Medicine records were up to date, but a couple of recording anomalies could make checks more complicated. The manager said the records would be amended and streamlined.

    “Records of medicines were up to date although there were a couple of minor recording anomalies which might make auditing unnecessarily complex.” from the report
Questions to ask them, based on this report
  1. 01What changes have been made to correct and streamline the medicine records?
  2. 02How do you check that risk assessments stay up to date as people's needs change?
  3. 03What activities and community opportunities are currently available for my relative?
  4. 04How will you continue the planned improvements to the accommodation?
  5. 05How do you involve relatives and other professionals in decisions about a person's care?

This was an inspection of Safe and Well-led only; the Effective, Caring and Responsive ratings were carried over from the previous inspection in 2018. This explanation was written from the published report of 30 December 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.

The story over the years

Every inspection of Norfolk Road

3 rated inspections over 7 years: the service has improved, from Requires improvement to Good.

  1. December 2023Goodcurrent ratingstayed Good
    Safe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good

    Read what inspectors found at Norfolk Road →

  2. April 2018Goodup from Requires improvement
    Safe: GoodWell-led: Good

    We are reading this report · the original is on cqc.org.uk

  3. October 2016Requires improvement
    Safe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement

    Read this report on cqc.org.uk

  4. July 2014

    Report published without a new overall rating.

    Read this report on cqc.org.uk

  5. December 2013

    Report published without a new overall rating.

    Read this report on cqc.org.uk

  6. August 2012

    Report published without a new overall rating.

    Read this report on cqc.org.uk

  7. December 2010

    Registered with the Care Quality Commission on 20 December 2010.

Ratings and report dates from the Care Quality Commission. A service can also be visited without a new rating being published, so the timeline shows published inspections, not every contact the CQC has had with the service.

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